The Digital Front Door

Patient Access and the Digital Front Door

Jason Keane Chief Executive Officer Patient.info

EMIS Health can help realise your vision of the future with our suite of clinically-led integrated solutions that put patients at the heart. We are positioning our Digital Front Door, provided by our market leading Patient Access app. We believe in empowering patients to play an active role in their healthcare journey, enabling holistic, collaborative and personalised care. Moving away from the reactionary nature of urgent clinical challenges, we understand the value of proactive and preventative care that improves patient outcomes. When it comes to developing tailored, patient-centred care, delivering solutions that work for the home is key, and building digital connections can be transformative. Not only is there growing demand for a digital first access point to services, but clinicians are also now providing care digitally too. The EMIS Health Digital Front Door has been designed to meet this challenge. “Like you, we understand that people and patients need to be engaged in a digital first way. Patient expectations are changing and care needs to be delivered in a personalised way, accessed conveniently and flexibly. The mobile devices has transformed the way society interacts and healthcare can utilise this technology to provide unparalleled personalised journeys to patients in the palm of their hand.”

GP Web Solutions

Patient Access

App Library

Online Consult

Video Consult

Patient Info

Digital Front Door There is growing demand for fast, convenient access to services, and healthcare is no exception. Our Digital Front Door comprises of a suite of integrated solutions that enable patients quick and easy access to a range of healthcare services, whilst supporting multi-disciplinary teams to efficiently manage patient workflow. With these solutions, patients can self-serve, access clinically authored information and advice, book appointments and access triage, and manage prescription requests. They can also speak to clinicians over video consultation, or download from a suite of clinically authored apps to support their condition, bringing care into the home in a safe and convenient way. These secure solutions help connect patients directly to the appropriate care, whilst improving patient outcomes. Our Digital Front Door solutions, powered by the EMIS Web platform, create synergy to deliver truly integrated, digitally accessed healthcare. Through these combined solutions, you can gain a greater understanding of your population health, surfacing relevant patient information and developing risk stratification to provide high quality and cost-effective care.

Case study

Press release

10 million app users

1.75 million repeat prescription requests each month

600k GP appointments booked each month

These statistics are testament to the success of our Digital Front Door solutions for both clinicians and patients.

GP Web Solutions

Patient Access

With GP Web Solutions, we’ll help your practice build digital first website integration to enable your patients to access services online. With ongoing support from the EMIS Health team, this product improves workflow management, enabling practices to work more efficiently and provide better customer service.

Accessible both online and via the app, Patient Access provides personalised digital access to primary care, community pharmacy and wellbeing services. Patients can book and cancel appointments, order repeat prescriptions and request wellbeing services, all from the convenience of their device. Our patient.info, online consult and video consult services are also all integrated within Patient Access. This digital solution alleviates pressure on practice receptionists, and reduces DNA rates.

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Video Consult

Patient.info

Leveraging digital capability, Video Consult enables patients to conveniently connect with their GP whenever and wherever needed. A key component of the NHS Long Term Plan, not only does this solution relieve pressure on practice waiting rooms, but it allows clinicians themselves to deliver care remotely.

With online access via web or app to clinically curated content, patient.info empowers patients with a wide variety of information on health conditions and wellbeing topics. Providing self-service access to reliable information and advice can alleviate pressure on NHS services, and give patients a quick and convenient pathway to manage their own health.

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Online Consult is much safer for all and it has transformed how we work Dr Farzana Hussain The Project Surgery, Newham

Online Consult

Our digital first patient triage service, Online Consult supports improved practice access and encourages more personalised care delivery. With clinically supported information that helps patients to identify their healthcare needs, practices benefit from a reduction in unnecessary appointments and patient waiting times, whilst patients are taken directly to the service they need.

Online Triage

Video consultations

Signposting

Patient Access

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Patient education

Prescriptons

App Library

App Library

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Our App Library connects patients to digital tools that support them to be more involved in managing their own health and chronic conditions. This not only meets patient expectations for digital solutions, but frees up appointments and pressure on services by providing a more tailored means to accessing information and support.

We had the same trainer all the way through, which was great in terms of continuity. It meant we could build a rapport with the trainer and she knew who needed some extra help and was there to offer support with that. Tina Storer Practice manager, Arbury Medical Centre

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Emis has a long heritage in supporting commercial companies who provide health and care services. For example, our ProScript Connect solution leads the UK market in supporting community retail pharmacies in the clinical, operational and financial administration of medicines. The technology is being used by dispensing doctors in the NHS and has been integrated into our wider solution portfolio so that billing, medicines administration and data sharing loops are all closed – to the benefit of patients, the retailers and the wider NHS. We continue to invest in this platform, and others that are used to provide additional capacity to the care sector, as we manage demand from the public. Our investments are bolstered by acquisitions and our recent integration of PharmOutcomes has improved our administration and billing tooling to help private sector providers manage directories of services, like social prescribers and national or local commissioned services. We also partner with vendors like IQVIA who provide our Marketplace tooling which enables GPs to prescribe an app. As a private sector provider looking to diversify and optimise commercially, we feel that this experience adds to our value as a partner.

Since the COVID lockdown, we have had to adapt our service model and Patient have helped us with that by enabling video and telephone appointments. As many patients are still hesitant to enter clinical settings such as pharamcies, having digital appointments available has allowed us to carry on offering services that our patients want.

Paras Shah, Greenlight Pharmacy Group

1.75 million repeat prescription requests each month

600k GP appointments booked each month

GP Web Solutions

Video Consult

Patient.info

Patient Access

Online Consult

App Library

Signposting: Use cases

The partner and practice story GP Practices are crying out for an integrated solution to EMIS which allows for collation of information from patients who need care that day. With an increasingly multidisciplinary team, knowing which patient needs to see which clinician is a wicked problem. All current solutions either operate outside of the clinical system and drop in pdf documents which then need reading and managing, and none provide the receiving clinician with contextual patient information to make appropriate decisions on disposition.

Patient fills in contact information in PA

Information workflows into native EMIS in same way as tasks/pathology

Coded data added to record, indicating patients symptoms at remote contact

Primary care Pathways PTP product collates this data, with existing coded data within patient records to allow rapid but accurate disposition of patient

For example – cough in 19 year old who is fit and health is very different from patient with COPD, 4 courses of steroids and on long term oxygen – this collaboration of systems provides that unique information (nobody else can do this)

Right patient sees or speaks to right clinician achieving optimal care

Benefits to GPs and practices:

• Reduced pressure on practices • Improved patient demand management • Confidence that patients are safely and accurately referred to the right care

Benefits to patients:

• Empowered to self-care • Greater convenience • Greater & quicker access to care

Patients want to access healthcare quickly and conveniently.

Using the Patient Access platform, they have the ability to discover content and check their symptoms in real-time and then when required, self-refer to a trusted healthcare professional in their local network at a time and place that’s convenient to them.

Patient tries to book a GP appointment in Patient Access

GP Practice has no appointments available at convenient times

Patient Access prompts patient to try and self-triage to assess if condition can be treated by other healthcare professional

Patient completes self-triage process in Patient Access

Patient Access self-triage feature suggests that for condition described patient can visit a local pharmacy and shows availability of nearby pharmacies

Patient books appointment at local pharmacy at convenient time

Patient successfully signposted to alternative healthcare setting for treatment

GP Practices are struggling to keep up with demand and need to focus on the patients that need to see them most urgently.

Using the Patient Access platform, GPs and Practice staff have the ability to refer patients to a trusted healthcare professional within their local network ensuring their limited appointments are reserved for the patients most in need.

GP Receptionist receives a call from a patient in need of an appointment

Receptionist uses the triage feature in PA Pro to assess the patient’s condition

Patient Access triage feature suggests that for condition described patient can visit a local pharmacy

Receptionist uses PA Pro to find the nearest pharmacy to the patient and checks the appointments that are available

Receptionist books patient an appointment at local pharmacy

PA Pro gives the Receptionist options to book an appointment for the patient now or send a referral link to be completed by the patient at a later time and date

Receptionist successfully signposts patient to alternative healthcare setting for treatment

Benefits to GPs and practices:

• Reduced pressure on practices • Improved patient demand management • Confidence that patients are safely and accurately referred to the right care

Benefits to CCGs/PCNs:

• Improved capacity utilisation at local level • Local targeted campaigns • Analytics & insights to support decision-making • Better value for money

CCGs and PCNs are increasingly trying to find more efficient ways to commission, track and report on local health programmes. Using the Patient Access platform, they will have the power to centrally create and distribute locality commissioning so GPs can refer and patients can self-enrol to bespoke healthcare initiatives.

CCG/PCN wants to create a ‘Smoking Cessation’ programme for their area

CCG/PCN uses PA Pro to create the ‘Smoking Cessation’ programme and creates availability of appointments

PA Pro gives healthcare professionals options to book an appointment for the patient now or send a referral link to be completed by the patient at a later time and date

Receptionist/patient books an appointment for ‘Smoking Cessation’ programme

Patient Access gives patients the option to book an appointment at convenient time

CCG/PCN successfully signposts patient to alternative healthcare setting for treatment

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